Here are 13 things that every skilled chaos-surfer understands:

1. How something appears to you may not be how it is.


2. What is said or shown may not be all there is.


3. What is true for me may not be true for you.


4. The same words may mean different things to different people.


5. What people say may not be what they mean. Because comms is lossy and language is

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“Communication is about what is received, not what is intended. If there is a gap between what you are saying and what they are hearing, you have to find a new way to say it.”

When things go wrong, their approach is simple: take a step back and reassess. Clear up any confusion by revisiting the original brief, asking clarifying questions, and reopening the lines of communication. “We are all human, and misunderstandings happen; that’s fine. It’s always a learning curve about ourselves and each other.” The goal isn’t to... See more